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Achieving Patient (aka Customer) Experience Excellence: Lessons From a Successful Cultural Transformation in a Hospital

By Rhonda Dishongh, Qaalfa Dibeehi, Kalina Janevska, Gregory D. Erickson
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By Rhonda Dishongh, Qaalfa Dibeehi, Kalina Janevska, Gregory D. Erickson
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Written by internationally acknowledged experts in the customer and patient experience movement, Achieving Patient (aka Customer) Experience Excellence: Lessons From a Successful Cultural Transformation in a Hospital clearly outlines the principles and development phases of a great customer experience transformation. Using an engaging story, it allows readers to follow the journey of Community General, a healthcare organization that went from struggling to being nationally recognized for it...

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